Help Desk Operations Manager

GovCIO is currently hiring for a Help Desk Operations Manager. This position will be located in Fort Knox and will be an on site position.

The ideal candidate should be experienced in all phases of software systems and application development:

• Ensures optimal application functionality by configuring systems and applications.
• Prioritizes customer queries and escalating serious technical issues to developers.
• Documents error reports, monitoring performance metrics, and developing general terminology/processes.
• Relays application functionality feedback from customers to developers.
• Gathers, analyzes, and summarizes information and trends to prepare technical reports.
• Acts independently under general direction. Provides technical assistance and advice on complex activities. Formulates/defines specifications, develops/modifies/maintains complex systems and subsystems, using vendor engineering releases and utilities for overall operational systems.
• Reviews and resolves processing problems, coordinates work with programmers and engineers, and orients users to new systems.
• Works with considerable freedom to make decisions on the techniques and approaches to be used. Prepares recommendations for system improvements for management and user consideration.
• Assists all engineers in technical operations and ensure utilization of all tools efficiently and prepare all required repair documents and ensure compliance to all organization guidelines.

High School with 6 - 9 years (or commensurate experience)

Required Skills and Experience:

• Minimum 5 yrs experience in Help Desk Operations with heavy emphasis in customer service
• Minimum 3 yrs experience in a role demonstrating knowledge of DOD benefits and personnel data processes
• Exceptional interpersonal, customer servive, problem solving
• Verbal and written communication skills, and conflict resolution skills
• Clearance Required: Secret

*pending contract award

GovCIO is a team of transformers--people who are passionate about transforming government IT. Every day, we make a positive impact by delivering innovative IT services and solutions that improve how government agencies operate and serve our citizens.

But we can't do it alone. We need great people to help us do great things - for our customers, our culture, and our ability to attract other great people. We are changing the face of government IT and building a workforce that fuels this mission. Are you ready to be a transformer?

We are an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, gender, gender identity or expression, sexual orientation, national origin, disability, or status as a protected veteran. EOE, including disability/vets.

Posted Pay Range

The posted pay range, if referenced, reflects the range expected for this position at the commencement of employment, however, base pay offered may vary depending on multiple individualized factors, including market location, job-related knowledge, skills, education, experience, and internal equity. The total compensation package for this position may also include other compensation elements, to be discussed during the hiring process. If hired, employee will be in an “at-will position” and the GovCIO reserves the right to modify base salary (as well as any other discretionary payment or compensation program) at any time, including for reasons related to individual performance, GovCIO or individual department/team performance, and market factors.